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The Salesforce Service-Cloud-Consultant Exam covers a wide range of topics related to Salesforce Service Cloud, including case management, knowledge management, service console customization, data management, and integration with other systems. It also tests candidates on their ability to design and implement solutions that meet the unique needs of their clients or organizations.

Salesforce Certified Service cloud consultant Sample Questions (Q122-Q127):

NEW QUESTION # 122
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers

A. Write an Apex trigger that deletes one case each time a new case is created.
B. Create a data retention plan that archives or purges Cases at regular intervals.
C. Optimize queries to reduce the scope of Cases included with each search.
D. Ask contact center managers to review data each quarter to possibly delete.

Answer: B,C

NEW QUESTION # 123
Which capabilities of the console can the company use to help improve its contact center performance?
(Choose 2)

A. Is available for users in the partner portal
B. Indicates when records and lists are changed by others
C. Displays records and their related items as tabs on one screen
D. Allows Chatter Messenger to be used between agents

Answer: C,D

NEW QUESTION # 124
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

A. Create a Process Builder with Scheduled Actions.
B. Define Case Auto-Response Rules.
C. Establish Case Assignment Rules.
D. Configure Case Escalation Rules.

Answer: D

Explanation:
Explanation
Case escalation rules are used to automatically escalate cases based on certain criteria, such as case age, priority, status, or owner. Escalation rules can trigger actions such as sending email notifications, assigning cases to queues or users, or changing field values. Case escalation rules are the best approach to notify Support Managers when a new case has been untouched for more than two business days. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Escalation Rules

NEW QUESTION # 125
Which support channel requires the smallest amount of agent work time?

A. Email to case
B. Web self service
C. Chat
D. Web to case

Answer: B

NEW QUESTION # 126
Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success.
In which order would a consultant work through a high-level discussion and planning session with CK?

A. Gather organizational vision, map processes, plan metrics, and plan for user feedback.
B. Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.
C. Gather organizational vision, map processes, plan for user feedback, and define metrics.

Answer: A

Explanation:
In planning sessions with Cloud Kicks, the recommended approach is to first gather organizational vision, then map out processes, plan key performance metrics, and finally, incorporate a plan for gathering user feedback.
This structured approach ensures alignment with organizational goals, efficiency in processes, measurable outcomes, and continuous improvement based on feedback.

NEW QUESTION # 127
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Salesforce Certified Service cloud consultant Sample Questions (Q122-Q127):

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